Category: customer service

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As many London Calling readers know, I travel intentionally a LOT for business as I spread the message about social business for IBM where I am a Global Partner. As I live in West London, my nearest airport is Heathrow so I am there on a regular basis. I have been a frequent visitor since 2005, and have maintained a […]

Many of you know that I no longer deal with organisations the old way – I don’t like waiting in a telephone queue because “my call is important”. Instead, I tweet. On Tuesday night, I was out walking and came across a fairly major water leak. Not knowing which number to call, I remembered that […]

Many people have read my review of the new EE 4G service – it has been my all-time most popular post. You can also read it here Don’t move to 4G on EE just yet – they’re not ready for you In this post I explained how poor processes (sending me the wrong SIM card […]

UPDATE: This post was published in 2012. Since then EE has made many improvements, and I have since become an EE Advocate to help them understand the power of social. Read the original post below from November 2012 below. I never expected to have to write this post. I actually had another post ready in draft, […]

You may have noticed that London town is hosting a small sporting contest later this month. When any city hosts the games, problems multiply for existing residents as we are joined by another million or so people into the mix of an already crowded city. Given the games are some 4 weeks away, I was […]

It is encouraging to see a number of public utilities starting to embrace the use of twitter to report outages and faults. Recently I blogged on the use of SMS to report faulty traffic lights in London. Over the past few days I have again chalked up another social media success story, with twitter winning […]

Like many people in the UK, from time to time I have to call a support line for an internet or mobile / service provider about some sort of problem. I am sure I am not alone at dreading the thought of making this call – being put on hold, having to push 1, 2 etc […]

This afternoon, I received the following email from home delivery company Ocado – titled “Important information regarding operational trading hours at Ocado” The email appears below (click for larger view) What was amazing to read is that for some good news (they are extending deliveries in our area to include Sunday – which provides more […]